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Keep humans on the work that needs them.
We handle the volume so your team handles the complexity, across voice, chat and messaging, at any hour, at any scale.
82%
of queries resolved autonomously in production, no human touch needed.
40%+
reduction in CX cost on L1 workflows, without sacrificing resolution quality.
1.2M
conversations handled every month, at consistent enterprise-grade accuracy.
<40s
average resolution time for routine queries, faster than any human queue.
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Service teams are overloaded by repetitive queries.
Retail CX teams drown in routine order and delivery queries, eating capacity best agents need for complex cases.
~45%
annual agent turnover; replacing one costs $20K
61%
of customers prefer digital channels, up from 45%.
73%
expect to switch channels without repeating.
Today (Manual)
High volume, flat headcount. Queries grow across channels, capacity does not.
Long waits during peaks. Promotions create backlogs that damage trust.
Customers repeat themselves after escalation. Context is lost at handoff.
Inconsistent answers across channels. Voice, chat and email disagree.
With NuPlay
Routine volume absorbed across every channel, no added headcount.
Routine queries resolve instantly. Peaks never backlog.
Full context handed over. No cold starts, no re-explaining.
One policy layer. Consistent answers across voice, chat and email.
AI resolves routine queries instantly and routes complex issues with full context.
Deep dive per capability
Automated Query Resolution
Order status, returns, refunds, delivery updates and loyalty balances, resolved instantly across voice, chat and messaging, at any hour.
Understand and authenticate - Identifies the need, verifies silently. No hold music, no forms.
Understand & authenticate - Identifies the request across voice, chat and email, and verifies the customer.
Retrieve and resolve - Pulls live data, orders, tracking, returns, loyalty, stock and completes the action.
Log and close - Updates CRM, sends confirmation, escalates only when needed.
Before: 5–15 working days, 3–6 clarification loops.
After: 3-6 hours, humans review only.
Intelligent Escalation
When a conversation needs a person, it arrives with full context, history, intent and customer background.
Classify issue & urgency - Detects triggers: frustration, high-value customer, refund dispute, policy exception.
Summarise and enrich - Pulls profile, order history and prior contacts before handoff.
Route to the right team - Matches urgency, issue type and agent specialism. Warm handoff, summary first.
Draft response, recommend action - Suggests next best action and drafts a reply. Agent approves or edits.
Before: Customer repeats, calls run long.
After: Agent arrives briefed, calls run short.
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Proactive Outreach
Get ahead of the question. Delivery exceptions, order updates and post-purchase follow-up, timely and in your brand voice.
Detect trigger events - Monitors delivery delays, order milestones, refunds and back-in-stock signals.
Generate and personalise - Creates a brand-voice message, personalised to the customer and channel.
Send and track - Dispatches the message and tracks whether the customer engages or responds.
Escalate if needed - If the reply raises an issue, NuPlay re-engages or hands off with full context.
Before: Customers chase support, inbound spikes.
After: Fewer in-bound queries, more trust.
What changes after deployment
90%
more campaigns per quarter, same marketing headcount
24/7
reduction in production time, brief to live campaign
100%
improvement in promotional ROI, through real-time margin monitoring
82%
of routine volume resolved autonomously
40%+
lower CX cost on identified L1 workflows
<40s
to resolve a routine query end to end
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“Billing questions and outage updates used to flood our lines every peak. NuPlay now resolves the routine ones instantly and only puts a person on the calls that actually need one.”
"Our customers jump between chat, voice, and email and expect us to pick up right where we left off. NuPlay carries the context across, so no one repeats themselves."
“Having the agent create the campaigns for us is great as it accurately finds the right people and builds the segments better than a human would have.”
“We reach members before they ask—class changes, renewals, and payment issues. NuPlay handles the outreach, so our team focuses on members who need real help.”
Why retailers choose NuPlay for CX
Voice, Built In
Production voice agents handle real calls at scale, alongside chat, email and messaging.
Multilingual by Default
One deployment serves multiple markets and languages, proven with Walmart APAC.
You Set the Rules
You define policy. NuPlay enforces it, automates routine, escalates edge cases.
Runs Inside your Stack
Reads and writes to your live CRM, OMS, telephony and helpdesk. No rip-and-replace.
Production Depth per Function
Each workflow ships production-grade and proves outcomes before the next goes live.
Enterprise-Grade Security
Built to enterprise standards, with customer data handled inside your environment.
Frequently asked question
Find quick answers to common questions about our Customer Experience and Service solutions.
Still have a question?
Need more information? Connect with our CX AI experts and get personalized guidance tailored to your business needs.
It is a resolution layer that runs on top of your existing helpdesk and CRM, so you can deploy it alongside the tools your agents already use rather than replacing them.
Full control. You define policy and risk rules, NuPlay enforces them, routine actions are automated, and anything outside policy is drafted for an agent to approve or edit. Every action is auditable.
Routine queries are resolved in seconds, end to end, with no hold time. Complex cases are routed warm to an agent who already has the summary, so handle time falls there too.
Confirm order and delivery status, initiate returns, process refunds, answer loyalty and rewards queries, check product availability, and send proactive updates. It only opens a case when one is genuinely needed.
The conversation is handed over warm with a summary, full history and customer profile, the issue is routed to the right team, and the agent receives a recommended next action and a drafted reply. No cold starts.
Yes. NuPlay runs multilingual voice and text across markets from a single deployment, as proven with Walmart APAC.
Customer data is handled inside your environment under your policies, with full logging for audit.
Most teams start with a single L1 workflow and prove value quickly before expanding.
Deployment is measured in weeks, not quarters. The agents ingest your product, customer, and brand context during onboarding so they can plan and personalise from the start.
